City of Englewood
SPR Senior Technical Support Analyst
City of Englewood, Englewood, Colorado, us, 80151
POSITION SUMMARY
The Senior Technical Support Specialist plays a critical role in supporting day-to-day operations at South Platte Renew (SPR). This position combines technical expertise in user support, hardware/software troubleshooting, and system configuration to ensure the efficient functioning of SPR's technology infrastructure.
The position requires a solid problem-solving capacity and deep technical understanding to support and train users on PCs, computer applications, telephone systems, and other critical technologies. The Senior Technical Support Analyst will analyze user needs, identify appropriate hardware/software solutions, configure systems, and resolve technical challenges while maintaining a customer-centric approach. This position receives general direction from the Business Solutions Supervisor at SPR and works closely with the City of Englewood (COE) IT staff. The role demands the ability to work both independently and collaboratively, delivering superior, respectful customer service that supports SPR's operational excellence.
This position is located at South Platte Renew. REPORTING RELATIONSHIPS
Reports to:
Business Solutions Supervisor
Direct Reports: None KEY RESPONSIBILITIES Technical Support Services: Receives and responds to incoming calls, emails, and service requests; assists users with desktop operations; provides high-quality technical support and troubleshooting for PCs, applications, and telephone systems. Systems and Hardware Management: Installs, configures, tests, and maintains end-user workstations, hardware, software, servers, and peripherals; troubleshoots desktop problems; performs required desktop functions; creates and maintains computer system images. Infrastructure and Database Support: Installs and manages SQL servers, Microsoft SQL Management Studio, and Visual Studio; provides database management; performs file system administration; supports enterprise and department-specific software applications. Inventory and Asset Management: Maintains supply and parts inventories; updates inventory mechanisms; provides reports on license and hardware usage; writes technical specifications for purchasing; manages end-user asset database. Technology Strategy and Documentation: Creates and maintains documentation, training materials, and installation instructions; develops long-term desktop hardware strategies; evaluates vendor-supplied software; participates in technology evaluations; coordinates vendor interactions. Systems Administration: Responsible for operating system software analysis, development, and maintenance; manages system configurations; monitors telecommunication and network-related requests; supports audio-visual equipment. The listed examples of work are not intended to be all-inclusive. They may be modified with additions, deletions, or changes as necessary. Performs other duties as assigned and required. CORE COMPETENCIES REQUIRED FOR POSITION Organization Wide - Every employee is accountable to:
Aligning and demonstrating SPR's organizational vision, mission, and values. Follow the SPR Safe Program - policies, required trainings, and overall engagement. Uphold fiscal responsibility through SPR's Procurement policy and procedures. Continuously improve the efficiency and effectiveness of the service or product being delivered. Value diversity; demonstrate an awareness of differences; demonstrate sensitivity and adapt behaviors and communication to accommodate these differences. Job Specific - Every employee in this position must be able to:
Tech Savvy : Pick up on new technical skills and knowledge quickly and learns new industry, company, product, or technical knowledge. Troubleshoots and resolves technical issues efficiently, while providing technical support and guidance to users and explaining technical concepts in an easy-to-understand manner. Anticipated and adopts business-building digital and technology applications. Readily learns and adopts new technologies, anticipating the impact of emerging technologies and adjusting accordingly. Scans the environment for new technical skills, knowledge, or capabilities that can benefit the business or personal performance. Managed Complexity : Advanced analytical skills required for researching and troubleshooting.
Making sense of complex and sometimes contradictory information to solve problems effectively. Asks the right questions to analyze situations accurately. Acquires data from multiple and diverse sources when solving problems. Uncovers root causes to difficult problems. Evaluate the pros and cons, risks, and benefits of different solution options. Communicate Effectively : Develops and delivers multi-mode communication that covey a clear understanding of different audiences unique needs.
Is effective in various communication settings: one-on-one, small, and large groups, or among diverse styles and position levels. Excellent written and verbal communication skills, and attentively listens to others and adjusts approach to fit the audience and the message. Provides timely and helpful information to others across the organization. Customer Focused : Builds strong customer relationships and delivers customer-centric solutions.
Gains insight into customer needs and identifies opportunities that benefit the customer. Builds and delivers solutions that meet customer expectations. Establishes and maintains effective customer relationships. QUALIFICATIONS
Senior Technical Support Analyst Education, License, Certification, and Work Experience: Education: Bachelor's degree in Information Systems, Engineering, Computer Science or related field. Work Experience: A minimum of 3 years of experience supporting and implementing computer systems. Certifications and/or Licensures: A+, Network+ preferred. Required Driver's License: Valid Colorado driver's license and a clear or acceptable MVR. Knowledge Advanced Knowledge
PC (desktop and mobile) hardware configuration and troubleshooting Inter-network operating systems configuration and troubleshooting Windows 10/11 Microsoft Office 365, 2016, 2019 Server operating system and application-tier security concepts and techniques. Wireless communication technologies Active Directory, VMware, Microsoft IIS, DHCP, DNS, and Certificate Services Mobile device best practices and troubleshooting Project management Knowledge of documenting and using service desk ticketing applications Knowledge of IT security best practices for cybersecurity. SQL Server and Database Management
Working Knowledge:
Network operating system functions and capabilities File system administration and backup/restore Backup file administration Patch management Documenting and using service desk ticketing application SQL/Relational Database technologies Data privacy practices, securing desktop and end-user devices, IT Policies, applicable laws such as PCI, CJIS, HIPPA, etc. Cybersecurity Switches and various inter-networking LAN/WAN communication protocols required. Audio-Visual hardware Security Cameras Enterprise Anti-Malware technologies
*An equivalent combination of education, training and relevant job experience may be substituted. WORKING CONDITIONS AND PHYSICAL REQUIREMENTS
Work is performed in a standard office environment, requiring sitting for extended periods of time, and occasional medium lifting (up to 30 lbs.). Job requires visual and physical capabilities to perform data entry, filing, and to work on computers and associated equipment for prolonged periods of time (4-6 hours daily). ADVANCEMENT OPPORTUNITIES
This position offers participation in our well-defined career progression program, providing clear pathways for professional growth and development. As part of this program, employees have the opportunity to advance through the following positions:
Technical Support Administrator SALARY RANGE
$57,600 - $86,400/Annual Salary BENEFITS
The City of Englewood offers a comprehensive benefits package to eligible, full-time employees including paid time off, holidays, medical, dental, and vision. APPLICATION DEADLINE
January 2nd, 2025
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
The Senior Technical Support Specialist plays a critical role in supporting day-to-day operations at South Platte Renew (SPR). This position combines technical expertise in user support, hardware/software troubleshooting, and system configuration to ensure the efficient functioning of SPR's technology infrastructure.
The position requires a solid problem-solving capacity and deep technical understanding to support and train users on PCs, computer applications, telephone systems, and other critical technologies. The Senior Technical Support Analyst will analyze user needs, identify appropriate hardware/software solutions, configure systems, and resolve technical challenges while maintaining a customer-centric approach. This position receives general direction from the Business Solutions Supervisor at SPR and works closely with the City of Englewood (COE) IT staff. The role demands the ability to work both independently and collaboratively, delivering superior, respectful customer service that supports SPR's operational excellence.
This position is located at South Platte Renew. REPORTING RELATIONSHIPS
Reports to:
Business Solutions Supervisor
Direct Reports: None KEY RESPONSIBILITIES Technical Support Services: Receives and responds to incoming calls, emails, and service requests; assists users with desktop operations; provides high-quality technical support and troubleshooting for PCs, applications, and telephone systems. Systems and Hardware Management: Installs, configures, tests, and maintains end-user workstations, hardware, software, servers, and peripherals; troubleshoots desktop problems; performs required desktop functions; creates and maintains computer system images. Infrastructure and Database Support: Installs and manages SQL servers, Microsoft SQL Management Studio, and Visual Studio; provides database management; performs file system administration; supports enterprise and department-specific software applications. Inventory and Asset Management: Maintains supply and parts inventories; updates inventory mechanisms; provides reports on license and hardware usage; writes technical specifications for purchasing; manages end-user asset database. Technology Strategy and Documentation: Creates and maintains documentation, training materials, and installation instructions; develops long-term desktop hardware strategies; evaluates vendor-supplied software; participates in technology evaluations; coordinates vendor interactions. Systems Administration: Responsible for operating system software analysis, development, and maintenance; manages system configurations; monitors telecommunication and network-related requests; supports audio-visual equipment. The listed examples of work are not intended to be all-inclusive. They may be modified with additions, deletions, or changes as necessary. Performs other duties as assigned and required. CORE COMPETENCIES REQUIRED FOR POSITION Organization Wide - Every employee is accountable to:
Aligning and demonstrating SPR's organizational vision, mission, and values. Follow the SPR Safe Program - policies, required trainings, and overall engagement. Uphold fiscal responsibility through SPR's Procurement policy and procedures. Continuously improve the efficiency and effectiveness of the service or product being delivered. Value diversity; demonstrate an awareness of differences; demonstrate sensitivity and adapt behaviors and communication to accommodate these differences. Job Specific - Every employee in this position must be able to:
Tech Savvy : Pick up on new technical skills and knowledge quickly and learns new industry, company, product, or technical knowledge. Troubleshoots and resolves technical issues efficiently, while providing technical support and guidance to users and explaining technical concepts in an easy-to-understand manner. Anticipated and adopts business-building digital and technology applications. Readily learns and adopts new technologies, anticipating the impact of emerging technologies and adjusting accordingly. Scans the environment for new technical skills, knowledge, or capabilities that can benefit the business or personal performance. Managed Complexity : Advanced analytical skills required for researching and troubleshooting.
Making sense of complex and sometimes contradictory information to solve problems effectively. Asks the right questions to analyze situations accurately. Acquires data from multiple and diverse sources when solving problems. Uncovers root causes to difficult problems. Evaluate the pros and cons, risks, and benefits of different solution options. Communicate Effectively : Develops and delivers multi-mode communication that covey a clear understanding of different audiences unique needs.
Is effective in various communication settings: one-on-one, small, and large groups, or among diverse styles and position levels. Excellent written and verbal communication skills, and attentively listens to others and adjusts approach to fit the audience and the message. Provides timely and helpful information to others across the organization. Customer Focused : Builds strong customer relationships and delivers customer-centric solutions.
Gains insight into customer needs and identifies opportunities that benefit the customer. Builds and delivers solutions that meet customer expectations. Establishes and maintains effective customer relationships. QUALIFICATIONS
Senior Technical Support Analyst Education, License, Certification, and Work Experience: Education: Bachelor's degree in Information Systems, Engineering, Computer Science or related field. Work Experience: A minimum of 3 years of experience supporting and implementing computer systems. Certifications and/or Licensures: A+, Network+ preferred. Required Driver's License: Valid Colorado driver's license and a clear or acceptable MVR. Knowledge Advanced Knowledge
PC (desktop and mobile) hardware configuration and troubleshooting Inter-network operating systems configuration and troubleshooting Windows 10/11 Microsoft Office 365, 2016, 2019 Server operating system and application-tier security concepts and techniques. Wireless communication technologies Active Directory, VMware, Microsoft IIS, DHCP, DNS, and Certificate Services Mobile device best practices and troubleshooting Project management Knowledge of documenting and using service desk ticketing applications Knowledge of IT security best practices for cybersecurity. SQL Server and Database Management
Working Knowledge:
Network operating system functions and capabilities File system administration and backup/restore Backup file administration Patch management Documenting and using service desk ticketing application SQL/Relational Database technologies Data privacy practices, securing desktop and end-user devices, IT Policies, applicable laws such as PCI, CJIS, HIPPA, etc. Cybersecurity Switches and various inter-networking LAN/WAN communication protocols required. Audio-Visual hardware Security Cameras Enterprise Anti-Malware technologies
*An equivalent combination of education, training and relevant job experience may be substituted. WORKING CONDITIONS AND PHYSICAL REQUIREMENTS
Work is performed in a standard office environment, requiring sitting for extended periods of time, and occasional medium lifting (up to 30 lbs.). Job requires visual and physical capabilities to perform data entry, filing, and to work on computers and associated equipment for prolonged periods of time (4-6 hours daily). ADVANCEMENT OPPORTUNITIES
This position offers participation in our well-defined career progression program, providing clear pathways for professional growth and development. As part of this program, employees have the opportunity to advance through the following positions:
Technical Support Administrator SALARY RANGE
$57,600 - $86,400/Annual Salary BENEFITS
The City of Englewood offers a comprehensive benefits package to eligible, full-time employees including paid time off, holidays, medical, dental, and vision. APPLICATION DEADLINE
January 2nd, 2025
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)